Modernisation and restructuring of the social insurance system in Cyprus

The European Commission supported the project aimed at contributing to the restructuring and modernisation of the Cyprus Social Insurance Services Department to enable it to effectively meet current and future demands and to enhance the services offered to citizens.

Context 

The project was indirectly linked to Cyprus’ Recovery and Resilience Plan (RRP) and its implementation aimed at streamlining and automating the processes implemented by Social Insurances, eliminating administrative burden, as well as utilising the personnel and data available more efficiently to be able to provide a faster and more effective services to the citizens of Cyprus. Throughout this project, practical recommendations were developed to guide Social Insurance Services and its key stakeholders through the implementation of changes. The modernisation and restructuring of the Social Insurance Services in Cyprus will significantly improve the experience of the system’s primary users, staff and management.

Support delivered 

The approach followed for the implementation included a series of phases with clearly defined tasks and the delivery of work products at the completion of each task, in line with the requirements of the project’s Terms of Reference:

1. Project Inception Report
2. Current Situation Report
3. Needs Assessment Report
4. Gap Analysis & Recommendations Report
5. To-be Situation and Action Plan

The abovementioned approached was based on the Global Operating Model and Transformation Framework while implementation scenario description aspects included:

• Cost/Benefit Analysis
• Overall Feasibility
• Service Delivery Model
• SWOT and PESTLE Analysis

Results achieved  

An action plan was developed, the duration of which was estimated to 30 months. The following priorities were selected, for which targeted tasks were elaborated and detailed within the action plan:

1. Set up a processing unit, development of citizen centers
2. Set up a strategy and change management unit
3. Set up a legal support function
4. Define risk management framework, redefine internal control’s & compliance’s units role and responsibilities

In conclusion, to build value from the transformation and modernisation, the department should focus on the following:

• Shift to a more citizen-centric approach
• Introduction of new functions
• Put humans (employees and citizens) at the center of transformation

More about the project

You can read the final report here: